Reception Services Officer

Victorian Department of Families, Fairness & Housing; Portland; Vor Ort; AUD 62.000 - 80.000; Teilzeit

Zusammenfassung

Victorian Department of Families, Fairness & Housing seeks a dedicated Reception Services Officer for our Portland office. The role provides essential first-contact support to clients, the public, and service providers, delivering high-quality customer service via telephone and front desk.

The part-time (0.5 FTE, negotiable) ongoing position emphasizes welcoming, professional conduct, accuracy in record-keeping, and teamwork within the Wimmera South West team, contributing to community wellbeing.

Qualifikationen

• Frontline customer service experience desirable.
• Ability to assess inquiries and provide clear information or referrals.
• Proficiency with information and communication technology systems.
• Strong interpersonal and teamwork skills.
• Attention to privacy, confidentiality, and record-keeping requirements.

Aufgaben

• Deliver high-quality telephone and front-desk service to clients and visitors.
• Greet visitors, identify purpose of contact, and provide referrals as needed.
• Support distressed individuals with empathy and professionalism, applying security procedures when required.
• Maintain relationships with staff across the department and assist with service delivery.
• Use ICT systems to support daily operations and record interactions accurately.
• Provide administrative support to the Portland Office team.

Kenntnisse

Communication

Customer service

Enquiry assessment

ICT proficiency

Teamwork

Record keeping

Calm under pressure

Privacy awareness

Jobbeschreibung

Reception Services Officer Position Details

• Classification: VPS 2
• Salary Range: $62,104 - $79,753 (full-time equivalent per annum) plus superannuation
• Location: Portland Office, 16 Julia Street, Portland 3305
• Reports to: Reception Supervisor

• Classification: VPS 2
• Salary Range: $62,104 - $79,753 (full-time equivalent per annum) plus superannuation
• Employment Status: Part‑time (0.5 FTE, negotiable), Ongoing
• Location: Portland Office, 16 Julia Street, Portland 3305
• Reports to: Reception Supervisor

The Department of Families, Fairness and Housing is seeking a dedicated Reception Services Officer to join our Wimmera South West team in Portland. This critical position serves as the first point of contact for our department, providing essential support to clients, the general public, and service providers across our diverse community.

As a Reception Services Officer, you will play a vital role in creating a welcoming and professional environment while delivering high‑quality customer service through our telephone system and front reception counter. You will work as part of a supportive team, utilizing strong communication and interpersonal skills to assist individuals with their enquiries, provide accurate information, and connect them with appropriate services and resources. This position offers the opportunity to make a meaningful difference in people's lives while developing your skills in a purpose‑driven organization committed to creating equal opportunities for all Victorians.

This part‑time ongoing role (0.5 FTE, negotiable) is based at our Portland Office and offers the chance to contribute to community wellbeing and social recovery across the Wimmera South West region, which encompasses ten local government areas and serves approximately 149,000 residents.

Key Responsibilities

• Deliver high‑quality telephone and reception counter service to clients, service providers, and members of the public with professionalism and courtesy
• Greet and acknowledge all visitors and callers promptly, establishing the purpose of their contact and providing appropriate responses or referrals
• Assist clients who may be distressed, angry, or confrontational with empathy and professionalism, implementing security procedures when required
• Maintain effective working relationships and liaise professionally with staff at all levels across the department
• Utilize a range of information and communication technology systems effectively to support service delivery
• Provide administrative support through various functions as directed to support the area's operations
• Maintain accurate and complete records of work activities, client contacts, and referrals in accordance with legislative requirements and departmental policies
• Contribute to operational service delivery policy and process development as part of the Reception Services team
• Work collaboratively as an effective team member to deliver quality, timely customer service

You will bring

• Strong communication and interpersonal skills with the ability to interact professionally with diverse individuals and groups
• Demonstrated customer service experience with the ability to maintain a welcoming and professional manner
• Ability to assess enquiries and provide appropriate information, responses, or referrals
• Proficiency in using information and communication technology systems
• Ability to work effectively as part of a team in a collaborative environment
• Strong organizational skills with attention to detail and accuracy in record‑keeping
• Ability to remain calm and professional when dealing with challenging situations
• Understanding of privacy, confidentiality, and information security requirements

What We're Looking For

We seek a compassionate and professional individual who is committed to providing exceptional service to our community. The ideal candidate will demonstrate respect for diversity, maintain composure in challenging situations, and take a helpful, client‑focused approach to every interaction. You will thrive in a team environment and be motivated by the opportunity to support vulnerable community members in accessing vital services.

About Our Department

The Department of Families, Fairness and Housing is dedicated to community wellbeing and social recovery across Victoria. We work to create equal opportunities for all Victorians to live safe, respected, and valued lives through bold and innovative reform. Our department encompasses Child Protection, Family Safety Victoria, Homes Victoria, Housing, Disability, Seniors and Carers, as well as key portfolios including LGBTIQA+ Equality, Veterans, and the offices of Women and Youth.

We are building an inclusive workplace that embraces diversity and difference. All jobs can be worked flexibly, and we actively encourage applications from Aboriginal and Torres Strait Islander people, people living with disability, LGBTIQA+ individuals, veterans, and people from varied cultural backgrounds.

We are an equal opportunity employer and value diversity.

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.